Operations Coordinator

1 day ago

Nashville, Tennessee, United States Virtual, Inc. Full time
Job Overview

Virtual, Inc. is seeking a highly skilled Operations Coordinator to join our team. As a key member of our operations team, you will play a critical role in ensuring the seamless delivery of our services to clients, applicants, and team members.

Key Responsibilities:

  • Efficiently process applications, meeting Service Level Agreements (SLAs) and ensuring timely responses to inquiries.
  • Review and verify documents for eligibility, adhering to clear guidelines and protocols.
  • Address and resolve application discrepancies with clear communication, providing exceptional customer service.
  • Support customer service efforts, responding to phone, email, and chat inquiries in a timely and efficient manner.
  • Process score results promptly, meeting SLAs and ensuring accurate documentation.
  • Assist with team training, ensuring coverage during Paid Time Off (PTO) and peak seasons.
  • Respond to coordinator alerts and inquiries in a timely manner, maintaining a high level of service excellence.
  • Keep process documentation up-to-date and accurate, ensuring seamless knowledge transfer.
  • Regularly review website content for correctness, ensuring accuracy and consistency.
  • Safeguard confidential documents with the utmost care and security, adhering to Virtual, Inc.'s confidentiality policies.
  • Attend Client or Board meetings as needed, representing Virtual, Inc. with professionalism and expertise.
  • Continuously improve processes, suggesting ways to reduce applicant phone calls, rework, and redundant tasks.
  • Promote a positive Virtual experience for all interactions, embodying our company values of trust, respect, inclusion, innovation, service excellence, empowerment, teamwork, generosity, and fun.

Requirements:

  • Passion for delivering exceptional customer service, with a strong focus on communication and interpersonal skills.
  • Previous experience in customer service, call center, or related field, with a proven track record of success.
  • Proficiency in using computer applications, such as Microsoft Office Suite, with a strong ability to multitask and prioritize tasks.
  • Ability to work efficiently in a fast-paced environment, with a genuine desire to help others and make a positive impact on our clients' lives.
  • Team-player attitude, with a proven ability to drive process improvement and implement new tools and software.
  • Adaptability, with the ability to change priorities as business changes occur.
  • Customer service background, with a strong focus on problem-solving and analytical skills.
  • Sense of urgency, with a commitment to delivering high-quality results in a timely manner.

About Virtual, Inc.

Headquartered in Wakefield, MA, with offices in Nashville, TN, and Ottawa, ON, Virtual, Inc. brings together a remote workforce from all over North America. Founded in 1999, our innovative and inclusive culture is the driving force behind our success and continued growth.

Our Virtual Team is made up of passionate professionals who understand the needs of associations, standards organizations, consortia, startup advocacy groups, and professional societies. The expertise within our team enables our clients to achieve their goals and make a mark on the world. Virtual, Inc. is proud to be recognized in the Best Places to Work list, twice, and we live our values on a day-to-day basis, not just as a poster on the wall.

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